Head of Customer Experience - #135036

Hybrid with regular travel to our Newcastle office

Permanent, full time (37.5 hpw)

Salary circa £80,000 negotiable based on skills and experience plus brilliant benefits including health cash plan!

Home, a place where you belong

Are you passionate about delivering exceptional customer experience and shaping the future of customer service? Do you have the vision and drive to embed the voice of the customer at the heart of your organisation’s strategy and decision making? Then join us as our Head of Customer Experience leading Home Group’s customer service evolution, enabling our customers to feel heard, valued and cared for, every step of the way.

Typical Day As Our Head Of Customer Experience

• Work closely with our Director to innovate customer service strategies, disrupting traditional practices to keep Home Group at the forefront of exceptional customer experience.
• Drive improvements using Tenant Satisfaction Measures (TSMs), and customer insights to drive engagement and enhance service delivery.
• Collaborate with stakeholders to embed customer-focused strategies and ensure a consistent experience across all directorates, while ensuring the customer voice is central to everything we do.
• Use data and customer insights to inform decisions and improve satisfaction levels helping us meet Consumer Standards.
• Act as a subject matter expert in customer experience, working closely with cross functional teams to promote our customer-centric culture and casting a positive influence.
  
  

Fancy going home each day knowing that you have helped change our customers lives for the better. You’ll do that here, working for a top 10 Great Place to Work in the UK Employer!

You bring

• Extensive experience in customer data analysis, insight methodologies, and using insights to shape strategies.
• A proven track record in leading teams and driving operational excellence, with a focus on optimising the customer journey in a regulated environment.
• A data driven mindset, with a passion for innovation and digital transformation in customer experience.
• First class people management abilities, inspiring and embedding a high-performance culture, unafraid of making tough decisions or having challenging conversations, with the ability to influence and collaborate with diverse teams and stakeholders.
• A passion for continuous improvement, problem solving and delivering a customer-centric culture.
  
  

Our team

You’ll join Colette, our Director of Customer Experience, who joined us at Home Group earlier this year and has already made strides in our customer experience directorate! As well as loving everything outdoors, she loves cooking, baking and anything creative.

You’ll also join our Involvement and Engagement Team who deliver our co-regulatory strategy and the Insight Team.

Job details

• Full time, flexible working hours (we’re open to agreeing a working pattern with you), and you’ll manage your own diary, so if you need to work from home to take delivery of your new fridge or take a longer lunch for a haircut, you can use your flexi time to manage that!
• Flexible hybrid working (based from any of our national offices) with regular travel including to the North-East where our new, state of the art, Head Office is based and also working from home.
• You’ll need a full current driving licence as you’ll work and travel on a national basis and will be provided with a car allowance as part of your remuneration package to do that.
  
  

A place where you belong

Great things happen when we can be ourselves at work. We want all our colleagues to be who they truly are here. Our internal diversity networks, peers and allies (Multicultural, LGBTQIA+ and Disability) support us all to be our best. Together we make Home Group a great place to work!

What’s in it for you?

• 34 days leave (this includes bank holidays and a “me day” to use whenever you fancy) increasing to 39, the option to buy 5 more, and time off for volunteering too!
• Health cash plan saving you from £1140 per annum. We’ll cover your costs (and kids if you have them) towards dental, optical, prescriptions, alternative therapies and lots more.
• Over 800 high street discounts on groceries, holidays and days out. Looking for a new phone, bike or car? Save money with us.
• Colleagues really matters to us, that’s why we’re the 10th Best place in the UK for Wellbeing. Our tools and support help you when you need them.
• We Grow Our Own colleagues (not literally of course!), when you’re ready for the next step in your career, you can grow with us!
• Generous pension scheme with life insurance of 3x salary. See our full range of benefits on our website.
  
  

Find out more

Click APPLY NOW to see our Head of Customer Experience Job Description, find out about us and for help to apply. Sometimes we close a job early, so don’t delay or you might miss out.

Finally, do let us know if there’s anything we can do, to help you shine in our process by making reasonable adjustments at [email protected]

Work Locations

Newcastle upon Tyne (Strawberry Lane)

Closing Date

• Apr.25, 11:59:00 PM